Genelyn Villanueva

GENELYN VILLANUEVA 📍 Philippines | 💻 Customer Service Representative Professional Summary Customer Service Professional with 12+ years of experience across e-commerce, banking, telecommunications, and education. Skilled in email and chat support, debt management, order processing, refunds/returns, and customer retention. Adept at handling complex inquiries with empathy and professionalism. Highly adaptable, detail-oriented, and experienced in both voice and non-voice accounts in remote and office-based environments. Core Skills          Email & Chat Support (Zendesk, Gorgias) Customer Inquiries, Returns & Refunds Order Tracking & E-commerce Support (Shopify) Debt Management & Collections Banking & Auto Loan Applications Influencer Outreach & Collaboration (E-commerce) ESL Teaching & Coaching Strong Written & Verbal Communication Conflict Resolution & Problem Solving Professional Experience Customer Service Associate (Non-Voice) TalentPop – Remote | 2022 – Present    Handle customer inquiries regarding orders, returns, and refunds via email and chat. Respond to customer product reviews with empathy and professionalism. Reach out to influencers for potential collaborations to support brand growth. Everyday Banking Agent HSBC – Philippines | 2020 – 2021   Assisted clients with everyday banking inquiries, including accounts and transactions. Ensured compliance with banking regulations while resolving customer concerns. English as a Second Language Tutor Chungdahm – Philippines | 2019   Taught English to Japanese students through structured lessons. Provided feedback and guidance to improve student language proficiency. Auto Loan Specialist JP Morgan Chase Bank – Philippines | 2017 – 2019   Processed auto loan applications via phone. Assisted customers with refinancing options, interest rates, and document requirements. Customer Service Representative TeleTech Philippines | 2011 – 2017    Assisted customers in debt management (consumer and business) via phone and email. Collected outstanding balances for mobile and internet bills. Handled escalations with empathy and accuracy to ensure customer satisfaction. Education Bachelor of Science in Business Administration Westmead International School - 2011